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客户投诉处理规程中英文版 Customer Complaint Guideline.doc

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客户投诉处理规程中英文版 Customer Complaint Guideline.doc
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XXXXX 有限公司/ Tigers Co., Ltd. 第 1 页 共 7 页客户投诉处理程序Customer Complaint SOP001 14/06/2012 发出供审核和批准 Issued for Review Customer name5.2.1.2 产品名称以及生产批号;Product name and Lot NO.5.2.1.3 投诉日期;Date of Complaint5.2.1.4 联系人以及联系方式,包括电话、传真、邮件;XXXXX 有限公司TIGERS CO., LTD. 客户投诉处理规程编 制Prepared by审 核Checked by批 准Approved by日期 Date 版本(Edition) V2012G01第 4 页 共 7 页Contact person and contact methods including telephone number, FAX and email address.5.2.1.5 投诉类型Complaint type5.2.1.6 客户要求完成日期及实际关闭日期Closed date requested by customer and actual closed date5.2.1.7 责任部门,负责人Designated Dept and person5.2.1.8 根本原因及纠正/预防措施Root causes and corrective & preventive methods5.2.1.9 持续改进CI suggestion5.2.2.销售部在接到顾客投诉后,需于 24 小时内回复给客户以确认已收到此次投诉并提供投诉编号给客户以便其后续跟踪。 Sales Assistant should respond to customer complaint within 24 hours to confirm receiving the complaints and provide complaint No. for customer to follow-up.5.2.3 由销售部经理组织相关部门协同分析投诉事件原因,确定责任归属,提出改善完成最后期限。 Sales manager should organize relevant departments to analyze the cause of complaint, confirm the designated people and dept., and the deadline of correction plan.5.2.4 责任人、部门在规定时间内拟定纠正/预防措施,于 5.2.3 的期限之内完成,并附上改善证据(如:报告,培训记录等) ,如遇特殊情况未能在规定时间内完成的,责任人要提前通知销售部未能完成原因及预计能够完成日期,销售部将其以书面/邮件形式通知客户,并继续跟进。The designated people and departments must develop corrective actions and prevention methods before the deadline agreed in 5.2.3, and submit relevant reports or records (E.g.: XXXXX 有限公司TIGERS CO., LTD. 客户投诉处理规程编 制Prepared by审 核Checked by批 准Approved by日期 Date 版本(Edition) V2012G01第 5 页 共 7 页corrective actions report, training record, etc.) to Sales Department. If the designated people and departments could not finish the work on time, designated people and departments should provide a written explanation including the reasons and new deadline panned. Sales Department should inform customer that changes and keep on follow-up.5.2.5 纠正/预防措施一经完成,经总经理批准后进行验证确认。Once corrective actions and prevention methods are developed, designated departments carry out tests of such actions and methods before get approval from GM.5.2.6 纠正/预防措施经相关部门总经理批准后,销售部即可开始客户发出信函回复客户。Once designated Dept get approval from GM, Sales Dept could reply customer.5.2.7 如果客户有退换货以及赔偿要求,经销售部与客户商议,报总经理进入退换货、付款程序。If customer has claim cargo return or remedy, Sales should negotiate with customer, and then get approval from GM to move to payment procedure and cargo return procedure.5.2.8 在纠正/预防措施验证通过之后,相关部门协同 QA 修改、制订规程。After corrective actions and prevention methods pass the tests, designated departments will revise procedure or develop new procedure.5.3 以上记录保存期限不少于 3 年 Above mentioned Record should be filed for no less than 3 years.6.0 质量记录 Quality Record OTC-002-Complaint《客户投诉跟踪记录表 》 《Customer Complaint Form》Customer Complaint Form.xlsxXXXXX 有限公司TIGERS CO., LTD. 客户投诉处理规程编 制Prepared by审 核Checked by批 准Approved by日期 Date 版本(Edition) V2012G01第 6 页 共 7 页7.0 作业流程 Operation Flow Chart投诉录入 、 确认C o m p l a i n t i n p u t a n d c o n i r m a t i o n初步调查 、 确定负责调查部门 / 人I n i t i a l i n v e s t i g a t i o n , d e s i g n a t e D e p t & p e o p l e i n c h a r g e o f i n v e s t i g a t i o n责任判定D i s t i n g u i s h r e s p o n s i b l e p a r t y原因分析R o o t c a u s e i n v e s t i g a t i o n纠正 / 预防措施D e v e l o p c o r r e c t i v e a c t i o n s a n d p r e v e n t i o n m e t h o d s客户C u s t o m e r核准A p p r o v a l纠正 / 预防措施 执行I m p l e m e n t c o r r e c t i v e a c t i o n s a n d p r e v e n t i o n m e t h o d s完成投诉表F i n i s h c o m p l a i n t f o r mN o效果确认R e s u l t s c o n f i r m a t i o nN o新措施标准化N e w S O P i m p l e m e n t a t i o nE N DN o .Y e sY e s通知客户N o t i f y c u s t o m e r客户投诉跟踪记录表C u s t o m e r C o m p l a i n t F o r m赔偿 / 退换货分管副总批复A p p r o v a lY e sY e s退换货程序C a r g o r e t u r n p r o c e d u r e付款程序P a y m e n t p r o c e d u r e客户投诉处理流程 C u s t o m e r C o m p l a i n t P r o c e d u r e销售部S a l e s D e p t .责任部门R e s p o n s i b l e D e p t .销售部 、 Q AS a l e s D e p t . Q A销售部 、 Q A ? 相关部门S a l e s D e p t . Q A ? R e l e v e n t D e p t .被指定部门D e s i g n a t e d D e p t .被指定部门D e s i g n a t e d D e p t .分管副总V G M被指定部门D e s i g n a t e d D e p t .被指定部门 / 销售部/ Q AD e s i g n a t e d D e p t , S a l e s D e p t . Q A销售部S a l e s D e p t .销售部S a l e s D e p t .分管副总V G M销售部S a l e s D e p t .销售部 , F A , S CS a l e s D e p t . S A , S C完成投诉表F i n i s h c o m p l a i n t f o r m通知客户N o t i f y c u s t o m e r完成投诉表F i n i s h c o m p l a i n t f o r m通知客户N o t i f y c u s t o m e rE N D被指定部门 / Q AD e s i g n a t e d D e p t . , Q A销售部S a l e s D e p t .销售部S a l e s D e p t .销售部S a l e s D e p t .N oXXXXX 有限公司TIGERS CO., LTD. 客户投诉处理规程编 制Prepared by审 核Checked by批 准Approved by日期 Date 版本(Edition) V2012G01第 7 页 共 7 页8.0. 参考文件 ReferenceN/A9.0. 附件 Attachments客户投诉处理流程图
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